Supervisor, Patient Access Contact Center

ATI Physical Therapy; Downers Grove (IL); Remote; USD 52,000 - 63,000; Full time

Job summary

An established industry player is seeking a Supervisor for their Patient Access Contact Center. In this remote role, you will lead a team of over 20 remote employees, ensuring exceptional service and efficient operations. Your responsibilities include managing the hiring and training processes, analyzing performance metrics, and fostering a collaborative environment. With a focus on quality and adherence to service level agreements, you will play a crucial role in enhancing patient experiences and operational effectiveness. If you are a motivated leader with a passion for healthcare, this position offers an exciting opportunity to make a significant impact.

Qualifications

• 2+ years in healthcare patient intake or related field.
• 1+ years in leadership within a contact/call center.

Responsibilities

• Oversee hiring, training, and performance management of Agents.
• Analyze departmental needs and improve productivity and quality.

Skills

Leadership in healthcare

Customer service

Communication skills

Time management

Problem-solving

Education

High School Diploma

Bachelor’s degree in related field

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Teams

Touchstone

Scheduler

Job description

Overview

As the Supervisor, Patient Access Contact Center (Access Management Operations), you will oversee day-to-day operations of patient referral intake process and all Access Management Agents (call center agents), including daily contact with patients, clinical staff, physician offices and other healthcare providers.

You, will also be responsible for monitoring productivity, quality metrics, and SLA performance, the overall patient referral intake process. This position involves friendly and courteous, direct patient contact via telephone, as well as friendly contact with all clinic staff.

Qualifications:

We are seeking an individual with leadership experience in a healthcare, patient intake contact/call center, with experience managing teams of 20+ remote employees.

This is a remote call center position. Work hours may vary and Saturday hours may be required.

Responsibilities

• Responsible for all aspects of Agent hiring, training, and termination for their span of control within the broader department. • Serve as liaison between Clinic Staff, and Access Management Agents to resolve issues related to referral intake, registration, and scheduling • Continuously analyze departmental needs and suggest ways to improve productivity, accuracy, and quality; while communicating new policies, workflows and expectations with all direct reports. • Demonstrate a dedication to exceptional customer service and company goals. Drive this expectation to department team members to maintain department standards for quality, SLA adherence, and workplace discipline • Responsible for handling issues escalated by Agents or patients through to resolution.• Oversee day to day Agent performance management along with overseeing the annual review process for Access Management Agent staff• Partner with field operations district leaders to align on goals, targets, and market needs• Provide ongoing monitoring of quality provided by Access Management Agent Staff in partnership with QA teams. Support training of for Access Management direct reports in partnership with department Trainers.

Qualifications

Minimum Education Required:• High School graduate Preferred:• Bachelor’s degree in related field

Minimum Experience Required:• 2+ years working in a healthcare patient intake role or related field• 1+ years of leadership experience in a contact/call center settingPreferred:• 5+ years’ experience working in a healthcare contact center environment• Previous experience managing teams of 20+ employees in a remote setting. • History of managing metrics and patient outcomes

Knowledge Skills and Abilities• Professional presence – with both peers and managers• Proficient in ATI’s application suite (e.g. Touchstone, Scheduler)• Strong communication skills up, down and across the management chain• Proficient with Microsoft word, Excel, Power Point and Teams• Works well in a team environment• Strong time management skills• Ability to organize and manage multiple priorities• Strong presentation skills• Strong executive presence• Maintain a positive attitude despite challenges• Strong leadership ability• Able to motivate others to do their best• Able to modify teaching style based on learner’s needs

Virtual Employee?

Yes

Salary Range

$52,475-$62,824

Location/Org Data : Dept Number

CORPIL